About this role

Black Rock, the world’s leading investment manager and risk manager is committed to providing outstanding service to its clients. As the Black Rock business continues to grow and our client’s investment strategies become more sophisticated, the need to support complex service requirements is crucial to maintaining Black Rock’s position as an industry leader in providing superior client service.

The Client Experience Management (CEM) team works with the Black Rock client businesses to ensure that the servicing needs of our clients are understood and aligned with the operational teams across Black Rock.

The team is responsible for ensuring that Black Rock’s operational service offering continues to evolve in line with industry and client trends with the goal of making it easier for our clients do business with Black Rock.

In addition, you will be responsible for driving and delivering the daily client experience and servicing client needs through interaction with various teams across the firm.

Job Summary:

The successful candidate will be part of a team of Client Experience professionals supporting our institutional clients located across South East Asia.

Primary responsibilities are to be the first line of client service and the role offers a unique opportunity to face off directly with clients and a wide range of stakeholders within the business.

Responsibilities:

• The candidate will be the primary point of contact for institutional clients who have appointed Black Rock to manage their segregated portfolios and their pooled fund investments.

• Own institutional client queries and drive them through to resolution, always with consideration to the client’s needs and expectations.

• Work with external and internal teams to resolve client queries and deliver the right client experience!

• Handle any client complaints in a timely and sensitive manner, in accordance with internal procedures, keeping clients informed and maintaining the relationship to mitigate the impact of dissatisfaction.

• Own the overall operational client experience, in partnership with the Client Business throughout the client lifecycle

• Engage the local, regional and global investment and operational teams to meet clients’ needs and improve our service delivery to clients

• Demonstrate risk awareness and focus on delivering an appropriate operational control framework around client servicing, including review and validation of monthly metrics.

• Represent the business at client meetings and due diligence visits etc.

• Engage the operational resources of the firm to meet clients’ needs

• Focus on sustaining the highest level of client service

Qualifications:

• 4+ years of experience in client servicing/client management/relationship management preferably for institutional clients

• Prior experience in the asset management industry with exposure to operational and client service functions

• Experience in managing client relationships, with a particular focus on addressing operational risk matters.

• Ability to exercise sound judgment to independently handle complex client requirements, ensuring all actions align with established protocols and client expectations.

• Skilled in developing collaborative working relationships with key business and internal partners

• Ability to work in a dynamic, fast-paced environment with high self-assurance, energy, and drive

• Time management skills within a fast-paced environment to consistently meet the needs of the business and our clients.

• In depth product knowledge, especially investment guidelines and their impact to performance and operational complexity.

• Attention to detail, strong comprehension skills, lateral thinking, and problem-solving capabilities.

• Ability to use factual based data in decision making process

• Strong presentation skills and ability to adapt to audience at all corporate levels.

• Ability to analyse, synthesise and present data in a concise and easy to understand style

• Strong interpersonal skills

• Strong, effective communicator, both written and spoken English. Proficiency in Southeast Asian languages would be considered an added advantage.

Our benefits
To help you stay energized, engaged and inspired, we offer a wide range of benefits including a strong retirement plan, tuition reimbursement, comprehensive healthcare, support for working parents and Flexible Time Off (FTO) so you can relax, recharge and be there for the people you care about.

Our hybrid work model

Black Rock’s hybrid work model is designed to enable a culture of collaboration and apprenticeship that enriches the experience of our employees, while supporting flexibility for all. Employees are currently required to work at least 4 days in the office per week, with the flexibility to work from home 1 day a week. Some business groups may require more time in the office due to their roles and responsibilities. We remain focused on increasing the impactful moments that arise when we work together in person – aligned with our commitment to performance and innovation. As a new joiner, you can count on this hybrid model to accelerate your learning and onboarding experience here at Black Rock.

About Black Rock

At Black Rock, we are all connected by one mission: to help more and more people experience financial well-being. Our clients, and the people they serve, are saving for retirement, paying for their children’s educations, buying homes and starting businesses. Their investments also help to strengthen the global economy: support businesses small and large; finance infrastructure projects that connect and power cities; and facilitate innovations that drive progress.

This mission would not be possible without our smartest investment – the one we make in our employees. It’s why we’re dedicated to creating an environment where our colleagues feel welcomed, valued and supported with networks, benefits and development opportunities to help them thrive.

For additional information on Black Rock, please visit @blackrock | Twitter: @blackrock | LinkedIn: www.linkedin.com/company/blackrock

Black Rock is proud to be an Equal Opportunity Employer. We evaluate qualified applicants without regard to age, disability, family status, gender identity, race, religion, sex, sexual orientation and other protected attributes at law.